Answer · For GBS Head, VP Infrastructure & Applications
What is ticket deflection, and how is L1–L4 deflection measured?
Short answer
Ticket deflection is a need resolved without a person handling a ticket. You measure L1–L4 deflection by comparing ticket volume at each support level, by intent and by tower, against a baseline taken before the change. Reopened requests and repeat contacts count against the rate.
Last reviewed Nov 2, 2026
Key takeaways
- Deflection means resolved, without a person handling a ticket.
- Measure by intent and tower against a baseline.
- Every figure needs a definition and a baseline period beside it.
Sources
Who answered this
GCC Now solution lead. GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
Deflection Sprint →Related questions
Is a closed chatbot session a deflection?
Only if the need was resolved. Repeat contacts and reopened requests count against the rate.
Is there a standard L1–L4 definition?
No. It's defined per client and should sit on the evidence card with the number.
Put your own numbers against this.
By ANSR × inMorphis. A named lead from each firm joins your first call.